Active Member

Well the say consumer power is on the rise and i know there are others out there having problems so i'd like to start a thread about the Xtreamer customer service offered (or not as it may be).

A place where you can post whats been happening between you and Xtreamer and not have it deleted, get it noticed by Google and inform other potential buyers what they may be letting themselves in for.

Please post here your Xtreamer CS problem and what Xtreamer said about it, also please do come back if it gets resolved and let us know (fairs fair after all).

Firstly, for UK owners at least, despite it being mentioned on the site when i bought my item and up until last week, they have changed their RMA procedure, they now want us to ship our items to Germany for replacement.

The original RMA procedure is documented here... and repeated here for reference in case they notice this and change that too:-

Extended RMA process
================================
At Xtreamer, we took the message from the community to deliver adequate service serious and are happy to announce an extended warranty to our customers for a period of 2 years. Please review the following warranty and RMA procedure which applies to the Xtreamer product. Please note, all replacements made by Xtreamer concern new and unused units during this warranty period.

First Year RMA Service: 3 Steps to replacing your defective unit

1. In case your device should experience any issues unrelated to firmware or you receive a defective unit, please contact us from within your account at Xtreamer and
request an RMA.
2. Please deliver us a clear and detailed explanation of the issues with your Xtreamer. Any pictures of visual damages to the unit are welcome. The serial number
should always be mentioned for any RMA to be approved.
3. Our RMA officer will review your request within 10 working days or sooner. Once we will authorize your RMA, a carrier is sent out with a new unit for delivery and
you will receive a tracking number upon completion of the RMA review. The same carrier will return your defective unit to us for analysis. We expect a solution
within 15 working days or sooner counting from issuing you with a RMA number.

Click to expand...

The new RMA procedure, just quietly slipped in, i mean announced, is here and Step 3 now states:-

3. Our RMA officer will review your request within 10 working days or sooner. Once we will authorize your RMA, you will be asked to mail your faulty unit to our warehouse. Please provide a PDF scan of the stamped airway bill showing shipping date and tracking number. Kindly use regular mail (postage expenses should not coast more than 10.00 Euro). Upon receiving an E-mail with the scanned file a carrier will sent out with a new unit for delivery and you will receive a tracking number.
We expect a solution within 15 working days or sooner counting from issuing you with a RMA number.

Click to expand...

The cost for this is around £14 with Euro 48, the cheapest i can find is Parcelforce GlobalValue at £8.99 but there is no tracking number with this (Xtreamer wants one) and its only guaranteed to £50.

Xtreamer say they will only compensate upto 10 Euros, apparently it shouldnt be any more than that.

I mailed them last week when the original terms and conditions were still up and asked if they would honor them as they told me to ship my item back to them - i got no reply - nothing.... Up until then they had been quick to respond to any query.